Sainsbury’s is set to introduce a significant change at its self-checkouts, aiming to enhance security while addressing rising concerns over shoplifting. The supermarket chain will install cameras above its self-service tills, a move reminiscent of video assistant referee (VAR) technology used in sports. This new system will show customers a replay of their scanning and bagging process if any errors occur, a feature that has been dubbed 'VAR-style' by the media.
According to The Sun, the cameras will display a message stating, "Looks like that last item didn’t scan. Please check you scanned it correctly before continuing," if the system detects an issue with the transaction. This initiative comes in response to a reported 20% increase in shoplifting incidents over the past year, with the British Retail Consortium (BRC) indicating that retail crime now costs companies over £22 billion annually.
Despite Sainsbury’s intentions to create a smoother checkout experience, customer reactions have been mixed. Many shoppers expressed dissatisfaction with the new system, with some vowing to avoid self-checkouts altogether. One disgruntled customer took to social media to voice their frustration, stating, "What a ‘sh*t’ way to treat customers. I won’t use a self-checkout again!" Another added, "Maybe spend that money on staff... On checkouts." A different user humorously remarked, "Thanks to Sainsbury’s, I can now re-live and learn from my packing mistakes. I can almost hear Jamie Carragher lamenting my positioning."
A spokesperson for Sainsbury’s defended the new security measures, explaining, "We regularly review the security measures in our stores, and our decisions to implement them are based on a range of factors, including offering our customers a smooth checkout experience." A retail source cited by The Sun emphasized that the new system serves as a deterrent to shoplifters and is a gentler reminder compared to the traditional red flashing lights that often accompany checkout issues.
Shoplifting offenses have reached alarming levels, with over 516,971 recorded cases in England and Wales in 2024, marking the first time the number has surpassed half a million in a year. This represents a significant increase from 429,873 cases in the previous year. The BRC has highlighted that there are over 20 million shoplifting incidents annually, many of which go unreported because retailers lack confidence that authorities will take action.
In addition to the VAR-style cameras, Sainsbury's is also trialing a checkout-free shopping experience through its SmartShop service. This initiative allows customers to pay using handheld devices, which are being tested in two stores: Richmond and Kempston. Darren Sinclair, Sainsbury’s future stores director, explained that the goal is to reduce friction and improve the shopping journey. Customers can tap their cards on the devices to complete their purchases and opt to print a receipt or have it emailed to them.
For those who prefer using their smartphones, the SmartShop app has allowed payments since 2022. Sinclair noted that consumer research indicated many shoppers favor physical handsets to conserve phone battery life. He added, "It’s a bit more ergonomic. I think about this as trying to reduce friction, improve payment, and simplify the shopping journey, as well as the future potential space." The trial aims to test the concept and enhance user-friendliness, although the self-pay handsets currently cannot process colleague discounts or physical Nectar cards.
To further combat theft, Sainsbury’s has begun implementing new video scanning technology at its self-checkouts. This technology scans items in a basket and alerts shoppers if they forget to scan any products. The supermarket confirmed that these anti-theft cameras are now present in a limited number of stores, contributing to the broader strategy of improving security across its checkout systems.
Meanwhile, the Financial Conduct Authority (FCA) is also proposing significant changes that could affect shoppers at major supermarkets, including Sainsbury's. The FCA is seeking to remove the contactless payment cap, which currently stands at £100, in an effort to stimulate the economy and streamline transactions. Consumer journalist Holly Hamilton noted that 95% of people used contactless payments in the last year, and the limit was raised during the COVID-19 pandemic to reduce the handling of cash.
The FCA is currently conducting a consultation to gather public feedback on this proposed change, with the deadline for responses set for May 9, 2025. If approved, this could lead to the removal of the contactless limit within the next year. Nikhil Rathi, the FCA chief executive, stated that this would allow greater flexibility for both firms and customers, drawing on the experiences of digital wallets in the U.S.
However, the proposal has raised concerns among critics who fear that lifting the cap could lead to an increase in fraud, particularly with stolen cards. Jeremy Light, co-founder of digital payment company Fourdotzero, suggested that allowing retailers to set their own contactless limits might be a more balanced approach. He warned that contactless fraud saw an 80% increase in 2022 after the limit was raised from £45 to £100, with an additional 19% rise in 2023.
As Sainsbury’s and the FCA navigate these changes, customers will need to adapt to new security measures and payment methods that aim to enhance both convenience and safety at the checkout. With rising shoplifting incidents and evolving payment technologies, the retail landscape is poised for a transformation that could redefine the shopping experience for millions.
